Metadata From xMatters' Escalation Responses Recorded, Consolidated Within Cherwell's Service Management Software for Improved Response Times

SAN RAMON, CA--(Marketwired - Aug 24, 2016) - xMatters (www.xmatters.com), an intelligent communications platform that connects system insights to people to accelerate essential business processes, announced today its availability on Cherwell Software's mApp Exchange platform. Companies using the integration can reduce time to engage resources, improve overall service delivery, and reduce mean time to restore those services during business disruptions. Cherwell Software (www.cherwell.com), a global leader in IT Service Management (ITSM) solutions, will offer the pre-built integration in its online marketplace for customers and partners to enhance IT escalation management.

Today's enterprises use a complex combination of open source, packaged and legacy tools to build, deploy and manage new and existing services. Companies create toolchains to connect these tools and systems with people to maintain agility and drive critical processes forward. Cherwell Service Management™ is the system of record for critical IT processes, storing information so companies can use it for post mortem analysis and process improvement.

This powerful combination of intelligent communications and service management enables customers to:

Drastically reduce resource engagement times by up to 95% to improve overall service delivery and mean time to restore business processes during disruptions

Improve future communication delays with critical group and user performance reports that include detailed response information such as number of events handled, time to respond and escalations needed

"Cherwell Service Management and xMatters give customers the means to communicate intelligently to better manage critical IT services. Dynamic IT collaboration requires an accurate view of the current state of IT infrastructure and system of record to measure and improve performance, and this partnership allows us to each deliver these capabilities to market," says Jarod Greene, Vice President of Product Marketing at Cherwell.

"Integrating with Cherwell, modern IT shops now have the ability to connect their systems of engagement to the Cherwell system of record using xMatters intelligent communication capabilities and powerful integration platform. We are excited to offer the xMatters closed-loop integration to Cherwell users through the mApp Exchange, giving instant access to streamlining communication processes during business disruptions with up to a 70% reduction in their Mean-Time-To-Restore critical services," says Abbas Haider Ali, CTO of xMatters.

The combination of Cherwell and xMatters provided Hunter Douglas, the world market leader in window coverings and a major manufacturer of architectural products, with the information they needed to make data-driven decisions. As a result of implementing and standardizing processes, Hunter Douglas is able to support a growing business without increasing resources.

"At a considerably lower price, we were able to support our business without sacrificing quality. The efficiencies we gained lead to us no longer needing 24/7 support for our 28 locations across the US," says Rob Werner, IT Operations Manager at Hunter Douglas. "Our IT department also improved our infrastructure monitoring capabilities by using xMatters to connect critical system insights to the proper personal. This allowed our teams to stay aware of critical situations and take immediate action on issues before they become incidents -- even during non-business hours."

About Cherwell mApp SolutionsA global leader in IT service management, Cherwell empowers IT to lead through the use of powerful and intuitive technology that enables better, faster, and more affordable innovation. The Cherwell Service Management™ platform is built from the ground up with a unique codeless architecture that enables rapid time to value, infinite flexibility, and frictionless upgrades every time -- at a fraction of the cost and complexity of legacy solutions. Because of Cherwell's focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction. Cherwell has a global network of expert partners serving customers in more than 40 countries. Corporate headquarters are in Colorado, USA, with global offices in the United Kingdom, Germany and Australia.

About xMattersxMatters is an intelligent communications platform that connects insights from any system to the people that matter in order to accelerate essential business processes. The platform automates, operationalizes and contextualizes communications within key DevOps processes, fundamentally altering the way business units work together. xMatters also supports enterprises through major incident and change management, alerting the right people on the right channels to time-sensitive events and problems like network outages, supply-chain disruptions, natural disasters and medical emergencies. Founded in 2000, xMatters is headquartered in San Ramon, CA, with additional offices worldwide.